Plumbing Technical Support Specialist

4 weeks ago

Derby, Derby, United Kingdom John Guest Full time

About the Role

We are seeking a highly skilled Plumbing Technical Support Specialist to join our team at John Guest. As a key member of our technical support team, you will provide expert guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for our entire product range.

Key Responsibilities

  • Provide exceptional high-level technical support via phone, email, and live chat while meeting department KPIs and objectives.
  • Diagnose and resolve complex technical issues related to our products promptly and efficiently, especially in relation to Commercial Valves.
  • Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution.
  • Develop and implement a robust knowledge base system that includes FAQs, troubleshooting guides, and product documentation to assist customers and internal teams.
  • Create training material and conduct training sessions for internal staff and customers on our product range.
  • Ensure that all technical support interactions meet quality standards and adhere to company policies and procedures.
  • Monitor customer feedback and implement improvements to enhance the customer support experience.
  • Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes.
  • Review marketing materials, including websites, product guides, technical guides, and data sheets, to ensure correct and up-to-date information is being provided.

Requirements

  • Proven experience in a technical support role or a similar role within the plumbing and heating industry.
  • Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves, and underfloor heating.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Familiarity with CRM software for tracking and managing customer enquiries.
  • Ability to work collaboratively in a team and independently.
  • Customer-focused with a strong dedication to providing exceptional service.
  • Willingness to stay updated on industry developments and product knowledge through continuous learning.
  • Proactive attitude in identifying potential process and product improvements.
  • Strong time management skills to meet deadlines and manage workloads.
  • Positive and professional demeanor in all interactions.

About Us

John Guest is a leading manufacturer of innovative plumbing and heating products. We are committed to providing exceptional customer service and support to our customers. If you are a motivated and experienced technical support professional looking for a new challenge, please apply for this exciting opportunity.

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